Enterprise Client Success Specialist

3 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia Alaan Full time
Company Overview
We are an AI-powered expense management platform designed to simplify finance for businesses in the Middle East. Our goal is to help businesses save time and money by managing and controlling their expenses in one place.

About Us
We're a fintech company that's passionate about providing innovative solutions to businesses. With our smart corporate cards, AI-powered automation and insights, streamlined accounting, and centralized dashboards, we're making a difference in the way businesses manage their finances.

Job Description

As a Customer Success Manager at Alaan, you will be the strategic link between our company and a diverse portfolio of high-value clients. Your primary responsibility will be to work proactively with clients to ensure they achieve success through our platform.

  • Account Management - You will successfully manage a portfolio of customers and prioritize amidst multiple competing priorities, escalations, and deadlines.
  • Continuous Learning and Development - Develop a deep understanding of a client's business, brand, industry, and its consumers. Apply domain/technical knowledge of the platform, best practices, and customer insights to remove blockers and proactively support customers.
  • Vigilance and Awareness - Proactively track accounts to identify early warning signs of churn risk, establish internal action plans to address customer concerns and work proactively to eliminate that risk.
  • Product Development - Act as an advocate for the client and bring back structured requests or feedback to the Product team and work with the product team to define client requirements, features, and improvements.
  • A Constant Air of Improvement - Establish and improve service procedures, policies, and standards through best practices while keeping accurate records and document customer service actions and discussions.

You'll serve as a trusted advisor, managing client relationships from onboarding to long-term partnership, ensuring their goals are met, and enhancing their experience with our product. Your expertise will drive client satisfaction, loyalty, and growth in a fast-paced, start-up environment.


Required Skills and Qualifications

To succeed in this role, you'll need to possess excellent communication skills, both verbal and written, with the ability to negotiate with win-win outcomes. You should have a proven track record of high-value solution client success experiences with enterprise clients from a range of industries. Additionally, you should be able to multi-task and independently handle tasks without any follow-ups.

  • Must be a Saudi national.
  • 3+ years of proven successful experience as a Customer Success Manager in B2B SaaS / analytics.
  • Proven track record - Of high-value solution client success experiences with enterprise clients from a range of industries. Experience in supporting long term, recurring revenue programmes or equivalent.
  • Ownership - Ability to multi-task and independently handle tasks without any follow-ups.
  • Problem Solver – You are a natural problem solver and trusted adviser to clients, never shy of presenting a point of view to deliver on client objectives. Ability to negotiate with win-win outcomes.
  • Cognitive Intelligence – You can think on your feet, seeing all the angles to best position our platform to best fit a client's needs.
  • Client Empathy – You'll be building deep, trusting relationships.
  • Communication Skills - Excellent verbal, written, and presentation skills in English.
  • Curiosity - You're interested in learning more about the industry and show an outstanding curiosity towards the client base.
  • Start-up Attitude – You're comfortable in a rapidly changing environment, working with limited resources, and delivering high-quality work at the speed which is necessary for successful business growth.

Benefits
  • Generous equity compensation to bring a high degree of ownership into your work, as Alaan grows, you grow with it
  • Contribute to building the Middle East's most beloved fintech brand from the ground up
  • Benefit from a role with significant ownership and accountability
  • Thrive in a flexible hybrid culture with ample work-life balance

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